Delivery of contact centre training brings a unique set of challenges because it involves both technical and soft skills development. Traditionally, contact centres have relatively high staff turnover, so time to competency is critical, while still ensuring that these front-line personnel offer excellent knowledge, speed and customer service.
Our call centre elearning solutions have been developed to deliver across key aspects of a successful call:
These have been shown to be the most important factors for customer satisfaction* that can be influenced by a call handler.
Most of our elearning packages are based on the idea of offering training that more closely mirrors the tasks customer service staff perform in the real world.
This includes our eRoleplay paired learning, which is perfect for call centre training. With eRoleplay, we can put trainees into an ultra-realistic advisor/customer situation, to practice a range of scenarios; from bread and butter tasks to more complex and problematic ones.
These scenarios are all tailored to the commercial needs of the client’s business to ensure staff are as prepared for their job as they can be.
Trainers can even jump into an eRoleplay to pose as virtual customers and assess staff directly.
Relevant Case Study
See how our system simulations for Lloyds Bank / HBOS enabled fast and effective training in new call centre and customer services processes following their merger.
Why not contact us for an informal chat about how we could help you meet your training needs and make learning more engaging?
* Research by Talkdesk, San Francisco
Call Centre Performance & Training Strategies – Industry Insights from Our Team
We have team members with nearly 40 years of combined experience at all levels within UK and global contact centres, across sectors that include FMCG, Banking, Finance & Insurance, Telecoms, Retail, Betting & Gaming, and Supermarkets. This is invaluable in helping to make our training content more effective, and our technology more helpful. We got them together to get their thoughts on training and performance strategies.
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